- Lead the design, deployment, and configuration of CCaaS platforms and integrate with Avaya PBX systems to ensure seamless operation and performance
- Design, develop, and support self-service IVR applications that provide a positive customer experience and streamline contact center operations. Architect the IVR infrastructure, including application servers, prompt servers, and load balancers
- Provide ongoing support and maintenance of CCaaS solutions to ensure system reliability, performance, and scalability. Troubleshoot and resolve issues related to infrastructure and integration points
- Lead the development of custom APIs and integrate third-party systems (e.g., CRM, WFM, billing, and other backend systems) with CCaaS solutions to enhance functionality and automate workflows
- Work closely with management to define key performance indicators (KPIs), ensure SLA adherence, and optimize operational efficiency.
- Focus on improving customer experience through strategic integrations and automation
- Manage the implementation and optimization of call recording solutions to ensure compliance, quality monitoring, and performance analysis
- Oversee the configuration and management of predictive, preview, power, and auto-dialers, optimizing call strategies to improve contact efficiency and agent productivity while ensuring compliance with regulations such as TCPA
- Develop and maintain custom scripts and tools for system integrations and automation to streamline processes across different platforms, ensuring seamless communication between CCaaS, CRM, and other internal systems
- Support Avaya-specific features such as ACD, trunks, and dial patterns, ensuring proper integration with cloud-based contact center solutions
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com. The EEOC "Know Your Rights" Poster is available
here.
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https://insightglobal.com/workforce-privacy-policy/ .
- Proficient in API development and integrations (REST, SOAP, JSON, etc.)
- Expertise in CCaaS platforms such as Amazon Connect, NiceCX, Five9, or Twilio
- Proficiency with WFM tools (e.g., NICE, Verint, Aceyus)
- Strong knowledge of MuleSoft and CRM platforms like Salesforce or Microsoft Dynamics
- Hands-on experience with call recording solutions like Verint or NICE Systems
- Knowledge of dialer systems (predictive, power dialers, etc.) and contact center routing strategies
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.